Spanish - Team Leader

Minimum B2 level Spanish certification is mandatory.

5+ years of overall experience in Spanish language/customer service operations.

Minimum 1 year of team handling experience is required.

Good English communication skills (verbal and written).

Willingness to work in rotational shifts.

Banking, Collections, Debt Collection, or Customer Service experience is preferred.

Lead and manage a team of Spanish-speaking customer service representatives.

Monitor team performance and ensure achievement of operational targets and SLAs.

Handle escalations and resolve complex customer queries.

Support banking, collections, debt collection, or customer service operations.

Provide coaching, training, and regular feedback to team members.

Track team productivity, quality, and customer satisfaction.

Ensure process compliance and maintain service quality.

Coordinate with internal teams to ensure smooth process operations.